USB APG VB554 Cash Drawer not opening automatically

[PQNHawth]

We are running Square for Restaurants version 6.86.4.w (updated today, but the issue was happening before the update) on an Apple iPad12,1
inside a Square Stand (model Square SPG1-01) running iOS 6.86.3w.

This video has been deleted

As of today, when we complete a sale or try to open the USB cash drawer
(model APG VB554) using the "open drawer" button, it will not open. Please
see the attached video of the behavior using the "open drawer" function
from inside a check.

Everything has been restarted, we have replaced the cash drawer with a new
one, we have replaced the cables, and the behavior continues. This is
currently happening at one location on the devices listed above,
but these issues tend to replicate across devices and locations so we're trying to find a fix quickly.

[Laurie_]

Hi @PQNHawth,

The fastest way to have this reviewed is to contact our Support Team directly at 1-855-700-6000, available Monday–Friday, 6 AM–6 PM PT. Alternatively, if you’re currently working with an Account Manager, you can reach out to them directly to flag the issue.

We can also help investigate issues via the Square Community; however, please note that responses and escalations here aren’t immediate. For urgent or time-sensitive concerns, contacting us through one of the options above is the best approach.

Regarding the video you mentioned, it looks like it may have been deleted. Would you mind attaching it again in a new reply?

In the meantime, we’ve included a list of cash drawer troubleshooting steps you can try right away to help resolve the issue. After completing these steps, you may still need to contact the manufacturer directly, we’ve also included a guide in the article to help you determine the next steps if needed.

We’ll keep an eye out for your response in the meantime.